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Last Updated: Sep 30, 2026

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Cisco 642-243 Exam Syllabus Topics:

SectionObjectives
Call Routing and Dial Plan- Routing logic in UCCE
  • 1. Dialed Number Mapping
    • 2. Routing scripts fundamentals
      Cisco Finesse and Agent Desktop- Agent desktop operations
      • 1. Agent state management
        • 2. Finesse gadget configuration
          ICM Scripting and Configuration- Routing script design
          • 1. Call variable handling
            • 2. Nodes and objects in Script Editor
              Cisco CVP and Voice Response Integration- CVP call flow handling
              • 1. SIP/H.323 gateway interactions
                • 2. VRU integration
                  Cisco Unified Contact Center Enterprise Architecture- UCCE components and system architecture
                  • 1. ICM / AW / Logger roles
                    • 2. Call routing architecture overview
                      Troubleshooting and Maintenance- System diagnostics
                      • 1. Log analysis
                        • 2. Common call flow failures

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